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And you could be too.
The NHS offers many different roles, in different settings, with different ways of working, within hundreds of organisations.
This creates a unique opportunity for people who want a varied, flexible and challenging career within a world-class culture.
Job overview
Live Services sits within the Transformation Directorate of the new NHS England, which has brought together Health Education England, NHS Digital, NHS England and NHS Improvement into one single organisation.
Live Services operates and manages business critical infrastructure, and digital and data services, that underpin the health and social care system. We ensure the highest levels of reliability and availability of national digital and technology services, so that they can be relied upon by the NHS and social care system.
Main duties of the job
As a Head of Service Management, you will lead a Service Management and IT Operations team which could consist of up to 100 professionals who manage an extensive portfolio of multiple services delivered by, or through, NHS England Transformation Directorate. To ensure ongoing alignment of our mutual needs across health and care organisations, delivery partners and stakeholders in other directorates, we will look to you to develop positive relationships to ensure collaborative delivery.
This role requires someone with extensive experience of managing technology, digital and data services and service management teams. You will have the experience and ability to tailor and adapt practices to the needs of different services and customers where appropriate, and an overall desire to standardise delivery and our management approach.
Detailed job description and main responsibilities
Knowledge
* Excellent written and verbal communication skills, particularly operating in a highly complex and, sometimes hostile, environment
* Knowledge of IT systems implementation
* Evidence of consistently delivering complex programmes/projects on target
* The ability to motivate people and harmonise diverse and conflicting viewpoints
* The ability to think strategically but also, where necessary, to engage in the detail of complex issues.
* Proven experience at a senior level of service management, leading change management projects and of partnership working across complex organisations and across disciplines
* Excellent diplomatic and negotiating skills for work in a complex and politically diverse environment
* Ability to build confidence with local stakeholders and groups of healthcare professionals
* The ability to be credible at Board level and with all staff with whom the post-holder is likely to work.
* The ability to communicate complex and detailed ideas to audiences with differing levels of understanding and needs
* The analytical ability to comprehend the critical elements of any situation, both quickly and accurately and to inform sound judgments
* Expressing ideas, plans and vision clearly, under all conditions, in order to gain acceptance and commitment from others to ideas and projects.
* A very good working knowledge of the NHS, and of the issues which are currently driving the NHS and the Programmes for IT
* Knowledge and experience of procurement in the public sector
Skills and Experience
* Significant experience of working within a large scale and complex service management structure, with a significant experience in a senior management position.
* Proven experience of leading a Service Management team
* Senior Management experience of ITIL disciplines.
* Proven experience of leading the implementation of ITIL Service Management process planning.
* Strong interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management
* Proven experience of leading other managers in a matrix management environment to drive the achievement of desired outcomes with members of a team not under direct line management.
* Senior Management experience of operating IT services.
* Motivated to provide relevant, prompt and high-quality advice and guidance
* The ability to form good working relationships with staff internally and externally.
* Ability to lead and motivate across diverse and multi-disciplinary teams
* A flexible approach to working, particularly day-to-day plans and location
* Strong personal impact, drive, enthusiasm, commitment and presence
* High level of IT literacy; excellent working knowledge of MS-Office
* A very good working knowledge of the NHS, and of the issues which are currently driving the NHS and the Programmes for IT
* Proven experience of managing the financial aspects of programmes with responsibility for budgetary control
* Excellent diplomatic and negotiating skills for work in a complex and politically diverse environment
* The ability to be innovative and imaginative in devising solutions to problems in novel and complex situations;
* Proven experience of managing the financial aspects of programmes with responsibility for budgetary control
* Knowledge of Service Management which commands respect of fellow professionals;
* Excellent understanding of the NHS, Former NHS Digital and DH.
* Evidence of consistently delivering desired outcomes from service management activities.
* Strong leadership; able to select, develop and lead complex and multi-functional teams effectively and lead in a style appropriate to the situation
* Experience in business case development and public sector procurement.
* Experience of working in a blue-chip professional services organisation.
* Experience of operating and delivering projects in the public sector
Qualifications
* ITIL v2 Expert
* Recognised Management qualification or equivalent experience
* Evidence of continuous professional development
* Membership of professional bodies such as itSMF, BCS
* Membership of the APM or PMI.
Person specification
Knowledge and Experience
* Proven experience, at a senior level of service management, leading change management projects and of partnership working across complex organisations and across disciplines
* The ability to think strategically and to provide strategic direction and leadership
Skills
* Significant experience of working within a large scale and complex service management structure, with a significant experience in a senior management position
* Strong interpersonal skills and ability to develop and maintain effective and credible relationships with business leaders and supplier management
* Ability to lead and motivate across diverse and multi-disciplinary teams
Our commitments to you
We are passionate about creating an inclusive workplace that promotes and values diversity. We know that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We strive to ensure our people feel trusted, valued and empowered. We’re passionate about nurturing and developing people. When you join us, we want you to grow and excel, and we offer many opportunities for you to do that.
We welcome applications from disabled candidates. If you meet all the essential criteria, you will be guaranteed an interview.
If applying for this role on a secondment basis, please make sure you have obtained prior agreement from your current line manager to apply for this position.
Please note that we currently do not accept applications via recruitment agencies.
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Name Naomi Hargreaves Job title Senior Business and Operational Delivery Manager Email address naomi.hargreaves@nhs.net
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